Catherine Macleod-Smith Email & Phone Number

Senior Consultant with significant programme management experience and practical hands on support for key areas of CRM change management, including Key Acount Management, Customer Insight and Data Management. Engagements have included:- Development of assessment tools to enable clients to develop their proficiency in CRM, Data Quality, Data Protection and Customer Value. - managing a high profile project for a Global insurer which focussed up the effective use of Customer Insight to develop effective KAM strategies- managed a major Data Quality project, including auditing competencies and processes, for the UK division of a Global insurer- devised and ran a segmentation project for a niche insurer which including managing the external suppliers and blending external research with the trends highlighted by the data analysis- extensive experience of stakeholder management on all engagements and development of materials to support clients in this area. - constant assessment of priorities and risks and developing mitigating strategies on all engagements.

- Provided Programme Management support for a niche consultancy delivering services to a major infrastructure organisation. - Generated content for a module on Sustainability which was a key success factor in a winning bid for a new contract- Developed Environmental Review Framework for one of the delivery partners drawing upon my network and RSPB experience- developed stakeholder management plan for a specialist construction company including mentoring and presentation material- business development activity for a software company developing material for a major public sector provider- programme management support for a Data Protection audit for an independent school- ongoing business development for Ragaroo Limited

I was recruited by the RSPB to support their People Engagement activities as a direct result of my experience of running fundraising events in the charitable sector on a voluntary basis. The role included:• Developing strategic focus on role of events in the People Engagement agenda• Identifying and managing key strategic partnerships to support delivery of this agenda• Planning and running the events, organising all publicity, PR and managing volunteersKey Achievements• Built and managed strategic partnerships that have been critical in delivering significant benefits and involve stakeholder management at Board level within the partner organisations • Developed a targeting framework using Insight to help prioritise face to face activity: this has been adopted by a number of other teams within the organisation• Project managed a major new event at a flagship reserve• Given live and pre-recorded interviews for a number of events that had a proven positive impact on footfall at the event• Mentoring a senior manager responsible for the member recruitment team and developing a project to deliver significant business change in this area• Creation of a traffic light reporting framework used widely across the team for project management and reporting

I worked as a Senior CRM consultant where I was responsible for:- setting up a major CRM change programme for a Utility- delivering CMAT engagements for a multinational insurance company- developing new business and maintaining existing relationships- running a series of business development seminars for the CRM practice

I led a pan European CRM Change project on behalf of the Commercial Cards business. Key elements of the role included:- Producing a business case to secure funding for the project from the Project Board- Acting as Cards Demand Manager in the design and implementation of the system and managing the European rollout- Developing and implementing Customer Management processes in the individual countries- I also held the role of Integrated Marketing Manager for BP Portugal Lubricants 1994 - 1996 and Marketing Service Manager BP UK Commercial Fuels 1991 - 1994

I worked for IBIS Information Services (subsequently part of the Reed Group), a niche company providing Direct Marketing services to the publishing and business to business market. I joined initially as an Account Executive and was ultimately promoted to Sales Manager of two sales channels.

English With Philosophy

Education record

Activities and Societies: Political Society, Choirs

Education record

Education record